Customer Operations Specialist

Job Title:

Sr. Executive - Customer Operations

Job Location:

Gurgaon

Job Role:

- Provide support adhering to SLA parameters (including quality, and response/resolution time criteria)
- Attend and acknowledge each customer call/mail
- Responsible to create and manage Karix build products and services
- Collect all the required information as per the checklist
- Perform basic level troubleshooting for resolving customer issues
- Collaborate in investigating issue during escalations
- Assist in resolution of technical/non-technical issues faced by customers.
- Provide timely updates to customers and 100% documentation (RCA) on all the resolutions.
- Ensure 100% adherence to Provisioning processes: a. Time accounting
- Ticket management
- Review of backlogs owned on a shift basis so as to make them close to zero.
- Review of owned incidents that are completed and need to be closed.
- Follow-up with customers on the solution provided.
- Review customer feedback with a view to improving and enhancing support quality
- Replicate, test and resolve incidents that were logged by customers
- Ensure proactive communication on the known actions or events

Requirements

- BCA,

B.Sc (Computer Science), Diploma in Computer Science, B.E./B.Tech Graduate
- 4 to 5 years of relevant experience in Customer Operations / Tech Support domain
- Should have basic knowledge in mysql, oracle DB in executing the queries, good written and verbal communication skills, willing to work in 24/7 environment in shift, positive attitude.